January 2003 - otrs - OTRS mailing lists

[Fwd: RC 1.0]
by Hans Scheffers 10 Jan '03

10 Jan '03

Sorry, the system is Redhat 7.2 Could that be the problem? There is no difference if I use teh rpm or the tarball greetz -----Forwarded Message----- > From: Hans Scheffers <hans(a)jiffie.nl> > To: otrs(a)otrs.org > Subject: RC 1.0 > Date: 10 Jan 2003 11:18:43 +0100 > > Hi, > after installing the RC on a RedHat 8.0 system I get the following error > when trying to log in ( = loading index.pl or instller.pl): > > error_log apache: > > Fri Jan 10 11:11:30 2003] [error] [Fri Jan 10 11:11:30 2003] null: Got > no ConfigObject! at /opt/otrs//Kernel/System/WebRequest.pm line 33. at > /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 301. > > Anyone ? $-) > -- > Hans Scheffers > http://www.jiffie.nl/stamboom/ > > Be different: conform. > > > Linux Kernel 2.4.18-19 on a i686 - userid 282784 @ http://counter.li.org -- Hans Scheffers http://www.jiffie.nl/stamboom/ At these prices, I lose money -- but I make it up in volume. -- Peter G. <Alaquon Linux Kernel 2.4.18-19 on a i686 - userid 282784 @ http://counter.li.org

1 0

OTRS with Apache2 + mod_perl-2 (mod_perl-1.99_07 / Beta)
by Jason McCormick 10 Jan '03

10 Jan '03

Has anyone successfully gotten OTRS to work with Apache2 + mod_perl-2 (mod_perl-1.99_07)? I've finally conquered one problem and hit another. The first problem I had was not being able to run installer.pl. The error_log reported the following: [Thu Jan 02 16:55:37 2003] [error] 27204: ModPerl::Registry: Can't locate Kernel/Config.pm in @INC (@INC contains: //../..m /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /opt/OpenTRS/bin/cgi-bin/installer.pl line 39. BEGIN failed--compilation aborted at /opt/OpenTRS/bin/cgi-bin/installer.pl line 39. If you look in this message the first include path is //../.. which is being returned from the following in installer.pl: # OTRS root directory use FindBin qw($Bin); use lib "$Bin/../.."; The 'use lib' statement is setting //../.. instead of /opt/OpenTRS/bin/cgi-bin/../.. which seems to me that mod_perl is thinking that the perl script is running from / to the webserver. So to combat this I tried hard-coding an include path in perlstart.pl that I'm calling in PerlRequire in httpd.conf which seems to make it find Kernel/Config.pm but now fails with the following: [Fri Jan 03 14:38:14 2003] [error] 14175: ModPerl::Registry: Can't read ../../Kernel/Output/HTML/Standard/Header.dtl: No such file or directory at /opt/OpenTRS//Kernel/Output/HTML/Generic.pm line 193. I'm assming the same problem with the @INC issue is the same ../../ problem. Can anyone help me? It seems that the script is running in almost a chroot-type environment. -- Jason McCormick Network/Systems Administrator - Lexi-Comp, Inc. Ph: 330.656.0239 Fax: 330.656.4307 Email: jason.mccormick(a)lexi.com Public Key: http://bamboo.lexi.com/~jmccormick/public-keys.php

3 4

Cronjobs
by Hans Scheffers 10 Jan '03

10 Jan '03

Hi, There is one cronjob, giving me the following output: /bin/sh: CHANGES: command not found this looks like something is trying to run everything in /opt/OpenTRS ??? any ideas? -- Hans Scheffers http://www.jiffie.nl/stamboom/ I can't stand squealers; hit that guy. -- Albert Anastasia Linux Kernel 2.4.18-19 on a i686 - userid 282784 @ http://counter.li.org

3 7

OTRS 1.0 RC1!
by Martin Edenhofer 10 Jan '03

10 Jan '03

Hi, this is the first release candidate of OTRS 1.0. Major-Changes: ============== * switched to new config mechanism * moved default location form /opt/OpenTRS to /opt/otrs * Bulgarian translation! Thanks to Vladimir Gerdjikov! * Dutch translation! Thanks to Fred van Dijk! * Finnish translation! Thanks to Antti Kämäräinen! * updated French translation! Nicolas Goralski! * MX record check on email and user forms * spell ckecker for agent interface * ticket storage backend for filesystem and database (easier for user with global httpd user - not otrs user) * attachment support for customer panel * pending feature for tickets * attachments support for std. responses * ticket print view (AgentTicketPrint) * bin/PostMasterPOP3.pl and AdminPOP3 interface for fetching emails without procmail, fetchmail and MDA * fixed attachment filename bug for IE (not the whole path like c:\Documents\test.jpg) Change log: =========== http://otrs.org/cgi-bin/cvsweb.cgi/~checkout~/otrs/CHANGES?rev=1.47&content… The OTRS 1.0 RC1 release can be downloaded from the following locations: ========================================================================= ftp://ftp.otrs.org/pub/otrs/ MD5 message digest (128-bit) c433bbf67154b69f941fc1ddba234bdc RPMS/suse/7.3/otrs-1.0.0-RC1.i386.rpm f0b086221771c6a43c60a368289ead0a RPMS/suse/8.x/otrs-1.0.0-RC1.i386.rpm d951c47388dcaf354de0d79f75dd0985 RPMS/redhat/7.x/otrs-1.0.0-RC1.i386.rpm 467897f42e144029fdf5d7bc62b85b21 SRPMS/suse/7.3/otrs-1.0.0-RC1.src.rpm 5b605c5cd14a4f48d09152b892c50a48 SRPMS/suse/8.x/otrs-1.0.0-RC1.src.rpm e0ef819bfd2d54b00de3f022189e593e SRPMS/redhat/7.x/otrs-1.0.0-RC1.src.rpm 210ec30ea22eb9af4baad88a1d7e1771 otrs-1.0.0-RC1.tar.gz 3ce708218e9b8f13bd474440c70d8e71 otrs-1.0.0-RC1.tar.bz2 Upgrading from 0.5 to 1.0: ========================== Read the UPGRADING and INSTALL files. Have a lot of fun! Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972

1 0

Re: [otrs] customer.pl
by Wily E. Coyote 08 Jan '03

08 Jan '03

Hi Martin, in Customer User Managment this user has a CustomerID (Vorname.Nachname(a)domain.org) sven ---- Original Message ---- From: martin(a)edenhofer.de To: otrs(a)otrs.org, Subject: Re: [otrs] customer.pl Date: Tue, 7 Jan 2003 20:16:55 +0100 >Hi Sven, > >On Tue, Jan 07, 2003 at 01:06:02PM +0100, Wily E. Coyote wrote: >> if i try to insert troubletickets via customer_agent, the system >give >> an error back to me >> >> Error: No permission >> Handle: >/usr/lib/perl5/site_perl/5.6.1/i586-linux/Apache/Registry.pm >> Frontend Subfunction: Kernel::Modules::CustomerZoom::Run (v1.1) >> Frontend Line: 209 >> Backend Subfunction: (v) >> >> i have BETA8 installed... > >Check the CustomerID of the CustomerUser (Admin-Interface). Is there >one? >If yes, which? > >> THANX >> sven > > Martin > >-- >Martin Edenhofer - <martin at edenhofer.de> - >http://martin.edenhofer.de/ >-- >"There are two major products that come out of Berkeley: LSD and >Unix. >We don't believe this to be a coincidence." -- Jeremy S. Anderson > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

1 0

customer.pl
by Wily E. Coyote 07 Jan '03

07 Jan '03

hallo, if i try to insert troubletickets via customer_agent, the system give an error back to me Error: No permission Handle: /usr/lib/perl5/site_perl/5.6.1/i586-linux/Apache/Registry.pm Frontend Subfunction: Kernel::Modules::CustomerZoom::Run (v1.1) Frontend Line: 209 Backend Subfunction: (v) i have BETA8 installed... THANX sven

2 1

Software error at the AgentPhone page
by murahashi 07 Jan '03

07 Jan '03

I'm walking around on newest cvs version and I faced at an software error at the AgentPhone. After clicking 'store' button, Software error: at ../..//Kernel/System/Ticket/Number/DateChecksum.pm line 99. For help, please send mail to the webmaster (admin), giving this error message and the time and date of the error. httpd/error showed: [Tue Jan 7 17:47:09 2003] index.pl: Invalid conversion in printf: "%v" at /home/sites/site16/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 92. ERROR: OTRS-CGI-10 Perl: %vd OS: linux Time: Tue Jan 7 17:47:09 2003 Message: Can't open /home/sites/otrs1.kidanet.com/otrs/var/log/TicketCounter.log: Permission denied Traceback (5750): Module: Kernel::System::Ticket::Number::DateChecksum::CreateTicketNr Line: 95 Module: Kernel::Modules::AgentPhone::Run Line: 305 Module: /home/sites/otrs1.kidanet.com/otrs/bin/cgi-bin/index.pl Line: 560 [Tue Jan 7 17:47:09 2003] index.pl: Use of uninitialized value at /home/sites/site16/otrs/bin/cgi-bin/../../Kernel/cpan-lib/CGI/Carp.pm line 375. [Tue Jan 7 17:47:09 2003] index.pl: at ../..//Kernel/System/Ticket/Number/DateChecksum.pm line 99. at /home/sites/site16/otrs/bin/cgi-bin/../../Kernel/cpan-lib/CGI/Carp. pm line 301. Should I do any more permission change? Shozo

2 1

Initial Configuration Problems
by L. Mark Stone 07 Jan '03

07 Jan '03

I'm running SuSE 8.1. I installed OTRS when I installed SuSE, but I never configured it. I recently installed beta 8 from rpm using YaST. I use Apache to host other web sites, so to avoid changing the Apache user from wwwrun I ran the SetPermissions script. I also configured the otrs user account in MySQL and initialized the databases by hand. When I go to do the first login as root, I get a 500 Server Error. The Apache log file shows: Jan 5 22:00:54 2003] index.pl: DBI->connect(database=OpenTRS;host=localhost;:OpenTRS) failed: Access denied for user: 'otrs@localhost' (Using password: YES) at /opt/OpenTRS//Kernel/System/DB.pm line 61 [Sun Jan 5 22:00:54 2003] index.pl: (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 78, <TEMPLATEIN> line 131. [Sun Jan 5 22:00:57 2003] [error] [client 127.0.0.1] File does not exist: /srv/www/htdocs/favicon.ico [Sun Jan 5 22:01:10 2003] index.pl: Subroutine GenericModules redefined at /opt/OpenTRS/bin/cgi-bin/index.pl line 228, <TEMPLATEIN> line 131. [Sun Jan 5 22:01:10 2003] index.pl: DBI->connect(database=OpenTRS;host=localhost;:OpenTRS) failed: Access denied for user: 'otrs@localhost' (Using password: YES) at /opt/OpenTRS//Kernel/System/DB.pm line 61 [Sun Jan 5 22:01:10 2003] index.pl: (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 78, <TEMPLATEIN> line 262. [Sun Jan 5 22:01:20 2003] index.pl: Subroutine GenericModules redefined at /opt/OpenTRS/bin/cgi-bin/index.pl line 228, <TEMPLATEIN> line 262. [Sun Jan 5 22:01:20 2003] index.pl: DBI->connect(database=OpenTRS;host=localhost;:OpenTRS) failed: Access denied for user: 'otrs@localhost' (Using password: YES) at /opt/OpenTRS//Kernel/System/DB.pm line 61 [Sun Jan 5 22:01:20 2003] null: (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 78, <TEMPLATEIN> line 262. [Sun Jan 5 22:01:20 2003] [error] PerlRun: `Can't call method "prepare" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 139, <TEMPLATEIN> line 262. (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS//Kernel/System/DB.pm line 78, <TEMPLATEIN> line 262. ' Any help in pinpointing this problem would be appreciated. I'm not a programmer (though I can compile and install apps from sources OK), so this level of debugging is a challenge! TIA, Mark -- ___________________________________________________________________ A Message From... L. Mark Stone http://www.lmstone.com

3 7

RE: [otrs] Integrating OTRS with e-mail more easily
by Nick Loman 06 Jan '03

06 Jan '03

Hi guys, Thanks for the responses. Gene Parks is right that I want to run everything from e-mail, whilst taking advantage of the Web backend as a history/repository/analysis resource. Stefan, you raise a good point which is that locking is difficult via e-mail (i.e. I start writing a reply to a ticket and someone else gets in there first and we both end up replying to the message -- annoying). In our situation we only have a small number of agents and it is usually fairly intuitive who should answer each support query, so I believe the locking issue is slightly reduced. You could resolve the problem by sending out new ticket notifications to each agent. If an agent wants to reply they just click a link to lock it to them, or reply with 'lock' in the message body. If someone has already locked an error message could come back. Then the agent can reply to the success message, with the reply going straight to the original ticket raiser. An auto-unlock kicks in after a while. Having the OTRS database accessible out of an IMAP server is a brilliant idea -- that would integrate with our local systems pretty nicely, but suspect that is quite a bit more work. I think just a basic email command interface like Martin suggests would be a good enough solution for us in the first instance. Should I go about trying to hack one together, or would it be better to leave it to an OTRS expert? Many thanks, Nick.

3 2

RE: [otrs] Escalation actions question.
by Brian Palmer 06 Jan '03

06 Jan '03

Thanks Martin, That's great, and it saves me from butchering the OTRS code to try to accomplish it. I'll grab the CVS tonight and try it out. Much appreciated. B -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Sunday, January 05, 2003 9:15 AM To: otrs(a)otrs.org Subject: Re: [otrs] Escalation actions question. Hi Brian, On Thu, Jan 02, 2003 at 04:59:13PM -0500, Brian Palmer wrote: > I'm looking at using OTRS for first line help desk use. It looks like it'll > do a large part of what I want. However, one thing I'd like is a little > more control over escalation. I'd like the option to outline in the queue > definition what will happen when a ticket hits it's escalation time. What > I'm trying to accomplish is to move it to a seperate queue, and then send an > email to an admin defined email address. Anyone know of a way to do > something like that? Is something like that going to be a possibility in an > upcoming release? I added something like that to the bin/GenericAgent.pl (CVS or 1.0). -=> GenericAgent.pl looks in your system for escalation tickets and if the bin/GenericAgent.pl found one you can do some actions on it (move, set state, set owner, add note and execute a command line program (new!)). Kernel/Config/GenericAgent.pm [...] # -- # [name of job] -> move all tickets from xyz to experts # -- 'move escalation ticket to experts and execute CMD' => { # get all tickets with this properties Queue => 'xyz', Escalation => 1, # new ticket properties New => { Queue => 'experts', # your program (/path/to/your/program) will be executed like # "/path/to/your/program $TicketNumber $TicketID" ARG[0] will # be the ticket number and ARG[1] the ticket id CMD => '/path/to/your/program', }, }, # -- [...] This should solve your problem! .) > By the way, I'm running OTRS on an OpenBSD box and it's running perfectly > fine. Fine! :) > Brian Palmer Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 3:02pm up 73 days, 17:38, 5 users, load average: 0.27, 0.27, 0.10 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

1 0